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Chat reports
Posted Sep 16, 2024
Hey,
We have an external company handling the overflow of chat tickets and they should make a report in Explore where you can see the amount of their tickets.
However, the problem here is that explore gives a different result than the manually calculated amount of the company in question. So they calculated the exact amount in the tickets for the two days, but I can't get it to match in any way and the reason is probably that they have transferred the ticket back to us.
Would it be possible to get a function in Explore where it is enough if you have handled a ticket at some point?
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1 comment
Elaine
Thank you for reaching out regarding the discrepancies in ticket counts between Explore and the manual calculations from the external company. I understand how crucial accurate reporting is for your operations.
Currently, Explore doesn't have a function specifically for tickets handled at any point in time, as it typically focuses on tickets currently assigned to agents. However, I will pass your feedback along to our product team for consideration in future updates.
In the meantime, if you have any additional details or specific examples you'd like us to investigate, please let us know, and we’ll do our best to assist you further.
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